Shipping and Returns
Last updated: 04/11/2026
For delivery questions, returns or help with your order, contact us through our Contact page or email brett@masterstrokestudio.com.au
1. Order processing and dispatch
Orders are dispatched from Mount Ommaney 4074 QLD Australia.
In-stock orders placed and with payment confirmed before 1pm AEST on a business day are normally dispatched the same day. Orders received or paid for after this cutoff, on weekends or on public holidays are normally dispatched the next business day.
Business days are Monday to Friday, excluding public holidays at the dispatch location.
Processing time is separate from the carrier’s delivery time. Any different dispatch timeframe will be stated before you order.
If we become aware of a significant delay, we will contact you with an update and explain the available options.
2. Shipping options, costs and delivery estimates
Available delivery options and the total shipping charge for your address are shown at checkout before payment.
Australian deliveries
We ship Australian orders through Australia Post, with Standard Post and Express Post available.
Shipping charges include a charge for the first item and an additional charge for each extra item in your order. No free-shipping threshold applies.
Estimated Australian delivery times after dispatch
Queensland, New South Wales, ACT and Victoria
Standard Post: 2–3 business days.
Express Post: 1–2 business days.
Western Australia, South Australia, Northern Territory and Tasmania
Standard Post: 3–5 business days.
Express Post: 1–2 business days.
International deliveries
We currently ship to the United States, Canada, United Kingdom and New Zealand through Australia Post. Both International Standard and International Express services are available by air.
International shipping charges depend on your destination and selected delivery service. Additional destinations may become available in the future.
Estimated international delivery times after dispatch
New Zealand
International Standard: 3–4 business days.
International Express: 2–3 business days.
United States, Canada and United Kingdom
International Standard: 5–7 business days.
International Express: 3–4 business days.
Tracking and delivery estimates
Tracking information will be provided so you can follow your delivery.
All delivery estimates apply after dispatch and exclude order processing time. International delivery estimates also exclude time spent in customs clearance.
Delivery times are estimates rather than guaranteed arrival dates. Regional and remote locations, public holidays, peak periods, customs processing and postal disruptions may result in longer delivery times.
3. Tracking your order
Where tracking is included with your selected delivery service, we will send the tracking details to the email address on your order when they become available.
Please check that your email address is correct and check your spam folder if an expected update has not arrived. Contact us if you need help locating your order.
4. International duties and taxes
Import duties, destination taxes and customs fees
United States
Applicable import duties, including tariffs, are calculated and collected at checkout as part of your order total. We use Zonos to pay these charges to the relevant customs authorities before your shipment arrives in the United States.
Canada, United Kingdom and New Zealand
Unless expressly included in your checkout total, applicable import duties, destination taxes, customs clearance fees and other import charges are the customer’s responsibility and are payable when the shipment arrives in the destination country.
The relevant customs authority or delivery provider will advise you of any charges due. Payment may be required before your parcel can clear customs or be released for delivery.
For an international return, contact us for the return address and any relevant shipping or customs instructions.
5. Delayed, missing, damaged or incorrect deliveries
If your order has not arrived within the expected timeframe, please check your tracking information first, as it may show delays in transit or customs clearance. If the tracking does not explain the delay, your parcel appears to be missing or you need further assistance, please contact us.
If your order arrives damaged or contains the wrong item, please contact us as soon as possible.
Provide your order details and describe the issue. Photographs of damage or incorrect contents can help where practical. Please keep the packaging while we investigate the issue.
We will work with the carrier where necessary and help resolve the problem. You can contact us directly without first resolving a claim with the carrier.
6. Address changes and cancellations
If you notice an incorrect delivery address or want to change or cancel an order, contact us promptly.
We will confirm whether the request can be accommodated before dispatch. Once an order has been dispatched, our returns arrangements apply.
If an incorrect address you supplied creates an additional redelivery cost, we will explain any reasonable charge and seek your agreement before arranging redelivery.
This section does not limit any legal cancellation or refund rights.
7. Change-of-mind returns and handedness exchanges
Please check that you have selected the correct right-handed or left-handed model before ordering. Contact us if you need help choosing.
We offer change-of-mind returns and exchanges between our right-handed and left-handed models. Requests must be made within 14 days of receiving your delivery.
To request a return or exchange, email brett@masterstrokestudio.com.au with your order details and whether you would like a refund or handedness exchange. Please contact us before returning your item so we can provide the return address and instructions.
Product condition and inspection
Returned products must be undamaged. We will inspect the returned goods before approving a change-of-mind refund or exchange.
Packing your return
Please pack all returned items securely with adequate cushioning to protect the product and prevent its components from moving or rubbing together during transit. Where possible, reuse the original packaging and protect it with suitable outer packaging to help keep both the product and packaging in good condition.
Change-of-mind refunds
You are responsible for arranging and paying for return postage.
Once the returned product has been inspected and the refund approved, we will refund the amount paid for the returned product, less a $15 AUD administration fee. The original delivery charge is non-refundable.
Handedness exchanges
For an exchange to the opposite-handed model, you are responsible for:
Return postage for the original product.
Delivery charges for sending the replacement model.
A $15 AUD administration fee.
An additional $10 AUD replacement packaging fee if the original packaging cannot be reused.
We will confirm the applicable exchange charges, including any difference in product price, before you proceed.
Your replacement will be dispatched only after we have received and inspected the returned goods, confirmed that the product is undamaged, and received payment of the applicable charges.
Exchange charges can be paid by bank transfer using the BSB and account details we provide, or by credit card through Stripe.
Your statutory rights
These conditions apply only to voluntary change-of-mind returns and handedness exchanges. They do not restrict your rights relating to faulty, incorrect or misdescribed products under the Australian Consumer Law or any other applicable consumer law.
8. Faulty products and your consumer rights
Nothing in this policy removes or limits rights that cannot lawfully be excluded, including those under the Australian Consumer Law.
For a major product failure, you may choose a refund or replacement. For a minor failure, we will provide an appropriate remedy without charge within a reasonable time. Further remedies may apply if the problem is not resolved.
If your product is faulty, arrives damaged or is different from what you ordered, please contact brett@masterstrokestudio.com.au so we can assess the issue and explain the next steps.
9. How to arrange a return
Email brett@masterstrokestudio.com.au with your order number or other reasonable proof of purchase, the reason for the return and the outcome you are seeking.
Include photographs if they help explain a fault or damage and are practical to provide.
We will explain the next steps, including any assessment needed, the return address and the applicable delivery arrangements.
Package the product securely with adequate cushioning to protect it and prevent components from moving or rubbing together during transit. Keep your tracking details and postage receipts.
Where possible, reuse the original packaging and protect it with suitable outer packaging. Original packaging is not required for a consumer-guarantee claim.
Contacting us for return instructions helps us direct your parcel correctly; it does not make your statutory rights subject to discretionary approval.
For a confirmed consumer-guarantee failure, we will arrange prepaid return transport if required. Return postage and other charges for voluntary change-of-mind returns and handedness exchanges are set out in section 7.
10. Refunds
We process refunds promptly when they are due. Our usual processing timeframe is 1–2 business days. Your bank or payment provider may take additional time to display the funds.
Refunds are made through the original payment method. We will confirm when your refund has been processed.
For voluntary change-of-mind returns, the original delivery charge is non-refundable and a $15 AUD administration fee is deducted from your refund, as outlined in section 7.
These deductions do not apply where they would reduce a refund you are legally entitled to receive.
No processing timeframe or voluntary return condition in this policy limits a remedy required by law.
11. Contact us
For shipping enquiries or help with a return:
Email: brett@masterstrokestudio.com.au
Or use the Contact page on our website.
Please include your order number if available so we can locate your purchase.